So, as we’re developing a new car and getting ready to produce it for consumers, how do we know how we’re doing in terms of quality? We measure it just like the researchers and surveyors do. We have some team members who do their own miniature quality surveys, on a nearly constant basis, before, during and after we start production. These guys are quality analysts, who do this for a living. They accumulate 1,000 miles very quickly via round-the-clock driving at Milford. Then they get together and “audit” the cars, comprehensively looking at every aspect. We generate reports and “scores” that correlate to the industry’s top quality measurements. The lower the score, the better. As the program moves along, we keep doing these mini-quality surveys constantly. The issues they find come to the team and me as top priorities. And those numbers either get much lower as time goes on, or … well, you might say we get to go to the principal’s office. It does create a little pressure.

Even if we come through one of these studies looking good, the next one looms and always has a tougher target to reach. But that’s the best way to get better and know that the program can move on to the next phase.

Next stop, Cadillac dealerships.